ADLN - Perpustakaan Universitas Airlangga TESIS

ADLN - Perpustakaan Universitas Airlangga

TESIS

PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT

FARA NUR DIANA

UNIVERSITAS AIRLANGGA FAKULTAS KESEHATAN MASYARAKAT PROGRAM MAGISTER PROGRAM STUDI ADMINISTRASI DAN KEBIJAKAN KESEHATAN SURABAYA 2015

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PENGUKURAN KINERJA RS MUHAMMADIYAH...

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TESIS


FARA NUR DIANA NIM 101214453001


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TESIS Untuk meperoleh gelar Magister Kesehatan Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga

Oleh: FARA NUR DIANA NIM 101214453001


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PENGESAHAN

Dipertahankan di depan Tim Penguji Tesis Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga dan diterima untuk memenuhi persyaratan guna memperoleh gelar Magister Kesehatan (M.Kes.) Pada tanggal 9 Februari 2015

Mengesahkan

Universitas Airlangga Fakultas Kesehatan Masyarakat

Dekan,

Prof. Dr. Tri Martiana, dr., M.S. NIP 195603031987012001

Tim Penguji:

Ketua Anggota

: 1. Widodo J Pudjirahardjo., dr., M.S., M.PH., Dr.PH : 2. Dr. Djazuly Chalidyanto, S.KM., M.ARS. 3. Dr. Rachmat Hargono, dr., M.S., M.PH. 4. Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes. 5. Dr. Esti Handayani, Dra.Apt., M.ARS. 6. Hargo Wahyuono, S.E., M.Si.Ak

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PERSETUJUAN

TESIS Diajukan sebagai salah satu syarat untuk meperoleh gelar Magister Kesehatan (M.Kes.) Minat Studi Administrasi Rumah Sakit Program Studi Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Airlangga

Oleh:

FARA NUR DIANA NIM 101214453001

Menyetujui, Surabaya, 9 Februari 2015

Pembimbing Ketua

Pembimbing

Dr. Djazuly Chalidyanto, S.KM., M.ARS. Dr. Rachmat Hargono, dr., M.S., M.PH. NIP 197111081998021001 NIP 194904271977031001

Mengetahui, Ketua Program Studi Adminitrasi dan Kebijakan Kesehatan

Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes. NIP 196502111991032002

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PERNYATAAN TENTANG ORISINALITAS Yang bertanda tangan di bawah ini, saya: Nama : Fara Nur Diana NIM : 101214453001 Program Studi : Administrasi dan Kebijakan Kesehatan Minat Studi : Administrasi Rumah Sakit Angkatan : 2012 Jenjang : Magister menyatakan bahwa saya tidak melakukan kegiatan plagiat dalam penulisan tesis saya yang berjudul: PENGUKURAN KINERJA RS MUHAMMADIYAH BABAT DENGAN MENGGUNAKAN METODE PERFORMANCE PRISM DALAM UPAYA MENYUSUN STRATEGI, PROSES DAN KAPABILITAS RS MUHAMMADIYAH BABAT Apabila suatu saat nanti terbukti saya melakukan tindakan plagiat, maka saya akan menerima sanksi yang telah ditetapkan. Demikian surat pernyataan ini saya buat dengan sebenar-benarnya.

Surabaya, 9 Februari 2015

(Fara Nur Diana)

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KATA PENGANTAR

Puji syukur kehadirat Allah SWT atas karunia dan hidayah-Nya penyusunan tesis dengan judul ”Pengukuran Kinerja RS Muhammadiyah Babat dengan Menggunakan Metode Performance Prism dalam Upaya Menyusun Strategi, Proses dan Kapabilitas RS Muhammadiyah Babat” ini dapat terselesaikan. Tesis ini berisikan mengenai penyusunan strategi, proses dan kapabilitas RS Muhammadiyah Babat setelah dilakukan pengukuran kinerja dengan metode Performance Prism. Performance Prism merupakan metode pengukuran kinerja yang lebih mengutamakan pada stakeholder. Kinerja RS Muhammadiyah Babat sangat dipengaruhi oleh stakeholder RS Muhammadiyah Babat, sehingga metode pengukuran kinerja Performance Prism dipilih dalam penelitian ini. Ucapan terima kasih yang tak terhingga saya sampaikan kepada DR. Djazuly Chalidyanto, S.KM., M.ARS. selaku pembimbing ketua yang dengan kesabaran dan perhatiannya dalam memberikan bimbingan, semangat dan saran hingga tesis ini bisa terselesaikan dengan baik. Ucapan terima kasih yang tak terhingga juga saya sampaikan kepada Dr. Rachmat Hargono, dr., M.S., M.PH. selaku pembimbing yang telah banyak meluangkan waktu untuk memberikan bimbingan, motivasi dan saran demi kesempurnaan tesis. Dengan terselesainya tesis ini, perkenankan saya mengucapkan terima kasih yang sebesar-besarnya kepada : 1. Prof. Dr. Fasich, Apt. selaku Rektor Universitas Airlangga 2. Prof. Dr. Tri Martiana, dr., M.S. selaku Dekan Fakultas Kesehatan Masyarakat Universitas Airlangga 3. Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes. selaku Ketua Program Studi Adminitrasi dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Airlangga. 4. Dr. Djazuly Chalidyanto, S.KM., M.ARS. selaku Ketua Minat Studi Administrasi Rumah Sakit, Program Studi Administrasi dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Airlangga. 5. Ketua penguji, Bapak Widodo J. Pudjirahardjo, dr., M.S., M.PH., Dr.PH., Dr. Thinni Nurul Rochmah, Dra.Ec., M.Kes., Dr. Esti Handayani, Dra.Apt., M.ARS. dan Bapak Hargo Wahyuono, S.E., M.Si.Ak atas kesediaan menguji dan membimbing dalam perbaikan tesis. 6. Suami tercinta, Yunan Falahi dan anak-anakku tercinta Zafira Azalia Falahi dan Farrel El Shirazy Falahi atas kasih sayang dan pengorbanannya. 7. Ibu dan kakak-kakakku atas doa selama ini. 8. Seluruh dosen AKK yang telah membagi ilmu dan pengetahuan selama masa kuliah penulis. 9. Pimpinan Cabang Muhammadiyah Babat dan MPKU PCM Babat selaku pemilik dan penyelenggara RS Muhammadiyah Babat.

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10. Seluruh staf karyawan RS Muhammadiyah Babat yang telah membantu dan mendukung pelaksanaan penelitian. 11. Rekan-rekan seangkatan yang telah berjuang bersama-sama selama ini: dr. Sudjarwanto, dr. Anna Widyassari, dr. Dian Kania Sari, Aris Cahyo Purnomo, S.Kep., Ns., drg. Irene Yanuarty, dr. Firman Nur Choliq, dr. Iswiyanti Widyawati, dr. Umi Julaikah, Rachmad Ardiyanzah, S.KM., Mumun Zurida, S.KM., dr. Wiwik Supartiwi, dr. Nungky Nurkasih Kendrastuti, dr. Eunike Marliana Sumitro, dr. Nikolas Dwi Susanto, dr. Stephanie Aryani Halimsetiawan, Siswa Kusuma Wijaya, S.KM., dr. Titin Hamidah, drg. M. Junaidi, Sp.Pros, dan dr. Rambo Garudo. 12. Staf AKK: Mbak Ade, Mas Husni, Mas Kukuh dan Mbak Lusi. 13. Bapak Tito Yustiawan, drg., M.Kes. selaku instruktur akademik residensi di RS Wiyung Sejahtera Surabaya. 14. Bapak Johari Mustawan, STP., M.ARS selaku instruktur klinik residensi di RS Wiyung Sejahtera Surabaya yang telah mendukung dalam penulisan jurnal yang menjadi persyaratan yudisium. 15. Teman-teman dari kelas Manajemen Kesehatan (MK), Manajemen Pelayanan Kesehatan (MPK), dan Manajemen Pemasaran dan Keuangan Pelayanan Kesehatan (MPKPK). 16. Serta semua pihak yang tidak dapat penulis sebutkan satu-persatu yang telah berperan dalam penelitian ini dan selama masa kuliah. Semoga Allah SWT memberikan balasan atas segala bantuan, semangat, dorongan, dan waktu yang telah diberikan kepada penulis. Demikian, semoga tesis ini bisa memberi manfaat bagi diri kami sendiri dan pihak lain yang menggunakan.

Surabaya, 9 Februari 2015

Penulis

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SUMMARY Muhammadiyah Babat Hospital Performance Measurement Using the Performance Prism Method in an attempt to Developing Strategy, Process and Capability in Muhammadiyah Babat Hospital Muhammadiyah Babat Hospital is a private hospital owned Muhammadiyah Branch Manager (PCM) Babat. In order to remain in existence, Muhammadiyah Babat Hospital should provide a good service to the patient, and must maintain a good perception of the other stakeholders, ie employees, suppliers, community, and the owner, in this case the Branch Chairman of Muhammadiyah (PCM) Babat. Currently the public demand better health services is increasing, therefore the measurement of hospital performance is vital to the Muhammadiyah Babat Hospital able to perform corrective measures to increase its performance. Muhammadiyah Babat Hospital performance is measured based the financial perspective is considered no longer able to address the real problems that exist because the only measure of the financial success of the company solely as a form of neglect resulting in another performance beyond the financial side. The use of conventional methods is of course no longer effective when applied to the current era of globalization in which not only the financial factor as a determinant of the success of the organization. In addition, now and in the future the best way for companies to survive and succeed in the long term is to identify the wants and needs of all stakeholders. Measurements of performance were able to identify the wants and needs of all stakeholders, one of which is the method of Performance Prism. This method is a measurement model that attempts to combine the performance measurement framework with a strategy-oriented measurement methodology that takes into account the interests of stakeholders. During this conflict between the two, the Performance Prism models are not expected to occur due to the unification of the model is done both. The purpose of this research was to measure the performance of RS Muhammadiyah Babat Hospital with Performance Prism methods in an attempt to developing strategies, processes and capabilities Muhammadiyah Babat Hospital. This was an observational research conducted cross-sectional in May-July 2014. Data collection was done using questionnaires, interview and secondary data. The population in this study are the stakeholders of Muhammadiyah Babat Hospital. Based on the results of preliminary interviews with management Muhammadiyah Babat hospital obtained data about stakeholders consisting of owners, employees, and customers or patients. The research result showed that the identification of key stakeholders Muhammadiyah Babat Hospital is Customer, Employee and Owner. Results obtained 29 determination KPI’s consisting of 12 KPI’s customers, 12 KPI’s employees and 5 KPI’s owners.

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Results of performance measurements showed that there are 2 KPI’s customer are not in accordance with the standard, 6 KPI’s employee who does not comply with the standards and one KPI owner who does not comply with standards. Conclusion: The new strategy is needed for Muhammadiyah Babat Hospital to improve its performance: maintain the quality of service and product development, reduce the number of complaints of employees, improving the quality of human resources, and improvement of performance management. In addition, process and capabilities needed to increase the performance of Muhammadiyah Babat Hospital.

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ABSTRACT Muhammadiyah Babat Hospital Performance Measurement Using the Performance Prism Method in an attempt to Developing Strategy, Process and Capability in Muhammadiyah Babat Hospital Nowdays, Muhammadiyah Babat Hospital performance is measured based the financial perspective. The use of conventional methods is of course no longer effective when applied to the current era of globalization in which not only the financial factor as a determinant of the success of the organization. In addition, now and in the future the best way for companies to survive and succeed in the long term is to identify the wants and needs of all stakeholders. Measurements of performance were able to identify the wants and needs of all stakeholders, one of which is the method of Performance Prism. The purpose of this research was to measuring the performance of Muhammadiyah Babat Hospital with performance prism methods in an attempt to assembles strategies, processes and capabilities Muhammadiyah Babat Hospital. This was an observational research conducted cross-sectional in May-July 2014. The population in this study are the stakeholders of Muhammadiyah Babat Hospital that consisting of owners, employees, and customers or patients.The research result showed that the identification of key stakeholders Muhammadiyah Babat Hospital is Customer, Employee and Owner. Results obtained 29 determination KPI’s consisting of 12 KPI’s customers, 12 KPI’s employees and 5 KPI’s owners. Results of performance measurements showed that there are 2 KPI’s customer are not in accordance with the standard, 6 KPI’s employee who does not comply with the standards and one KPI owner who does not comply with standards. Conclusion: The new strategy is needed for Muhammadiyah Babat Hospital to improve its performance: maintain the quality of service and product development, reduce the number of complaints of employees, improving the quality of human resources, and improvement of performance management. In addition, process and capabilities needed to increase the performance of Muhammadiyah Babat Hospital: Keywords: Performance Measurement, Stakeholders, Performance Prism

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DAFTAR ISI SAMPUL DEPAN ................................................................................................... i SAMPUL DALAM................................................................................................. ii HALAMAN PRASYARAT GELAR .................................................................... iii HALAMAN PENGESAHAN................................................................................ iv HALAMAN PERSETUJUAN................................................................................ v PERNYATAAN TENTANG ORISINALITAS .................................................... vi KATA PENGANTAR .......................................................................................... vii SUMMARY ........................................................................................................... ix ABSTRACT........................................................................................................... xi DAFTAR ISI......................................................................................................... xii DAFTAR TABEL................................................................................................ xvi DAFTAR GAMBAR ......................................................................................... xviii DAFTAR LAMPIRAN........................................................................................ xix DAFTAR ARTI LAMBANG, SINGKATAN DAN ISTILAH............................ xx BAB 1 PENDAHULUAN ...................................................................................... 1 1.1

Latar Belakang................................................................................... 1

1.2

Kajian Masalah .................................................................................. 7 1.2.1 Faktor Organisasi .................................................................... 9 1.2.2 Faktor Individu ..................................................................... 10 1.2.3 Faktor Lingkungan................................................................ 11

1.3

Rumusan Masalah............................................................................ 12

1.4

Tujuan Penelitian ............................................................................. 12 1.4.1 Tujuan Umum ....................................................................... 12 1.4.2 Tujuan Khusus ...................................................................... 12

1.5

Manfaat Penelitian ........................................................................... 13 1.5.1 Manfaat Praktis Bagi Rumah Sakit....................................... 13 1.5.2 Bagi Masyarakat ................................................................... 13 1.5.3 Bagi Peneliti.......................................................................... 13

BAB 2 TINJAUAN PUSTAKA ........................................................................... 14 2.1

TESIS

Pengertian Kinerja ........................................................................... 14


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2.2

Pengukuran Kinerja ......................................................................... 16

2.3

Indikator Kinerja.............................................................................. 21

2.4

Indikator Kinerja Kunci / Key Performance Indicator (KPI).......... 26

2.5

Performance Prism .......................................................................... 27

2.6

Manajemen Stratejik ........................................................................ 39

BAB 3 KERANGKA KONSEPTUAL PENELITIAN ........................................ 46 BAB 4 METODE PENELITIAN.......................................................................... 49 4.1

Jenis dan Rancang Bangun Penelitian ............................................. 49

4.2

Lokasi dan Waktu Penelitian ........................................................... 49

4.3

Populasi dan Sampel........................................................................ 49 4.3.1 Populasi................................................................................. 49 4.3.2 Sampel .................................................................................. 50

4.4

Kerangka Operasional...................................................................... 52

4.5

Variabel dan Definisi Operasional Variabel Penelitian ................... 53 4.5.1 Variabel Penelitian................................................................ 53 4.5.2 Definisi Operasional Variabel .............................................. 56

4.6

Teknik Pengumpulan Data............................................................... 65

4.7

Prosedur Pengumpulan Data............................................................ 65

BAB 5 HASIL PENELITIAN .............................................................................. 67 5.1

Gambaran Umum RS Muhammadiyah Babat ................................. 67 5.1.1 Profil RS Muhammadiyah Babat .......................................... 67 5.1.2 Struktur Organisasi RS Muhammadiyah Babat.................... 69 5.1.3 Jumlah Sumber Daya Insani RS Muhammadiyah Babat...... 70 5.1.4 Fasilitas Pelayanan RS Muhammadiyah Babat .................... 70 5.1.5 Visi........................................................................................ 72 5.1.6 Misi ....................................................................................... 72 5.1.7 Tujuan ................................................................................... 72 5.1.8 Kebijakan .............................................................................. 72 5.1.9 Budaya Kerja ........................................................................ 73

5.2

Hasil Identifikasi Stakeholder RS Muhammadiyah Babat .............. 73

5.3

Gambaran Umum Responden .......................................................... 74 5.3.1 Pelanggan RS Muhammadiyah Babat .................................. 74 xiii

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5.3.2 Karyawan RS Muhammadiyah Babat................................... 76 5.3.3 Pemilik RS Muhammadiyah Babat....................................... 78 5.4

Hasil Identifikasi Keinginan dan Kebutuhan serta Kontribusi Stakeholder RS Muhammadiyah Babat ........................................... 80 5.4.1 Hasil Identifikasi Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat ..................................................................... 81 5.4.2 Hasil Identifikasi Kontribusi Stakeholder RS Muhammadiyah Babat 85

5.5

Penentuan KPI Berdasarkan Keinginan dan Kebutuhan serta Kontribusi Stakeholder RS Muhammadiyah Babat......................... 86 5.5.1 KP Berdasarkan Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat ..................................................................... 86 5.5.2 KPI Berdasarkan Kontribusi Stakeholder RS Muhammadiyah Babat 89

5.6

Pengukuran Kinerja RS Muhammadiyah Babat .............................. 94 5.6.1 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pelanggan RS Muhammadiyah Babat ............................................. 94 5.6.2 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Karyawan RS Muhammadiyah Babat.............................................. 96 5.6.3 Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pemilik RS Muhammadiyah Babat ............................................................... 97

5.7

Isu Strategis dan FGD...................................................................... 98

5.8

Rekomendasi Berdasarkan Isu Strategis........................................ 100

BAB 6 PEMBAHASAN ..................................................................................... 106 6.1

Pengukuran Kinerja Sebelumnya................................................... 106

6.2

Stakeholder Kunci RS Muhammadiyah Babat .............................. 107

6.3

Keinginan dan Kebutuhan serta Kontribusi Stakeholder RS Muhammadiyah Babat ................................................................... 109 6.3.1 Keinginan dan Kebutuhan Stakeholder RS Muhammadiyah Babat 110 6.3.2 Kontribusi Stakeholder RS Muhammadiyah Babat............ 114

6.4

KPI Berdasarkan Keinginan dan Kebutuhan Stakeholder serta Kontribusi dari Stakeholder ........................................................... 117

6.5

Hasil Pengukuran Kinerja RS Muhammadiyah Babat .................. 119

6.6

Rekomendasi Strategi, Proses dan Kapabilitas RS Muhammadiyah Babat .............................................................................................. 121

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BAB 7 PENUTUP .............................................................................................. 126 7.1

Kesimpulan .................................................................................... 126

7.2

Saran .............................................................................................. 132 7.2.1. Bagi Rumah Sakit .............................................................. 132 7.2.2. Bagi Peneliti Selanjutnya ................................................... 132

DAFTAR PUSTAKA ......................................................................................... 133 LAMPIRAN........................................................................................................ 136

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DAFTAR TABEL Nomor Tabel 1.1 Tabel 1.2 Tabel 1.3 Tabel 4.1 Tabel 5.1 Tabel 5.2 Tabel 5.3 Tabel 5.4 Tabel 5.5 Tabel 5.6 Tabel 5.7 Tabel 5.8 Tabel 5.9 Tabel 5.10 Tabel 5.11 Tabel 5.12 Tabel 5.13 Tabel 5.14 Tabel 5.15 Tabel 5.16 Tabel 5.17

Judul Tabel

Halaman

Realisasi Keuangan RS Muhammadiyah Babat Tahun 2011 dan Tahun 2012 ......................................................................................... 3 Rekapitulasi Kepuasan Pasien RS Muhammadiyah Babat Tahun 2013 .......................................................................................... 4 Rekapitulasi Kepuasan Karyawan RS Muhammadiyah Babat Tahun 2013 ..................................................................................................... 5 Definisi Operasional Variabel, Cara Pengukuran dan Hasil Pengukuran ........................................................................................ 56 Tabel Perkembangan RS Muhammadiyah Babat .............................. 68 Jumlah SDI RS Muhammadiyah Babat Tahun 2013......................... 70 Jumlah Tempat Tidur RS Muhammadiyah Babat per Ruangan Tahun 2013 ........................................................................................ 71 Distribusi Jenis Kelamin Responden Pelanggan RS Muhammadiyah Babat Tahun 2014 .................................................. 75 Distribusi Usia Responden Pelanggan RS Muhammadiyah Babat Tahun 2014 ........................................................................................ 75 Distribusi Pendidikan Responden Pelanggan RS Muhammadiyah Babat Tahun 2014.............................................................................. 76 Distribusi Jenis Kelamin Responden Karyawan RS Muhammadiyah Babat Tahun 2014 .................................................. 76 Distribusi Usia Responden Karyawan RS Muhammadiyah Babat Tahun 2014 ........................................................................................ 77 Distribusi Pendidikan Responden Karyawan Muhammadiyah Babat Tahun 2014.............................................................................. 70 Distribusi Jenis Kelamin Responden Pemilik RS Muhammadiyah Babat Tahun 2014.............................................................................. 78 Distribusi Usia Responden Pemilik Muhammadiyah Babat Tahun 2014 ........................................................................................ 78 Distribusi Pendidikan Responden Pemilik RS Muhammadiyah Babat Tahun 2014.............................................................................. 79 Keinginan dan Kebutuhan Stakeholder Pelanggan RS Muhammadiyah Babat Tahun 2014 .................................................. 79 Keinginan dan Kebutuhan Stakeholder Karyawan RS Muhammadiyah Babat Tahun 2014 .................................................. 81 Keinginan dan Kebutuhan Stakeholder Pemilik RS Muhammadiyah Babat Tahun 2014 .................................................. 84 Stakeholder Contribution RS Muhammadiyah Babat Tahun 2014... 85 KPI Berdasarkan Keinginan dan Kebutuhan Pelanggan RS Muhammadiyah Babat Tahun 2014 .................................................. 87

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Tabel 5.18 KPI Berdasarkan Keinginan dan Kebutuhan Karyawan RS Muhammadiyah Babat Tahun 2014 .................................................. 88 Tabel 5.19 KPI Berdasarkan Keinginan dan Kebutuhan Pemilik RS Muhammadiyah Babat Tahun 2014 .................................................. 89 Tabel 5.20 KPI Berdasarkan Kontribusi Pelanggan RS Muhammadiyah Babat Tahun 2014 ........................................................................................ 89 Tabel 5.21 KPI Berdasarkan Kontribusi Karyawan RS Muhammadiyah Babat Tahun 2014 ........................................................................................ 90 Tabel 5.22 KPI Berdasarkan Kontribusi Pemilik RS Muhammadiyah Babat Tahun 2014 ........................................................................................ 90 Tabel 5.23 Standar KPI Pelanggan RS Muhammadiyah Babat 2014 ................. 91 Tabel 5.24 Standar KPI Karyawan RS Muhammadiyah Babat 2014.................. 92 Tabel 5.25 Standar KPI Pemilik RS Muhammadiyah Babat 2014...................... 93 Tabel 5.26 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pelanggan RS Muhammadiyah Babat Tahun 2014 ........................... 94 Tabel 5.27 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPI Karyawan RS Muhammadiyah Babat Tahun 2014 ........................... 96 Tabel 5.28 Hasil Kinerja RS Muhammadiyah Babat Berdasarkan KPI Pemilik RS Muhammadiyah Babat Tahun 2014 ............................... 97 Tabel 5.29 Isu Stategis dan Hasil FGD ............................................................... 98 Tabel 5.30 Rekomendasi Berdasarkan Isu Strategis.......................................... 102

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DAFTAR GAMBAR

Nomor

Judul Gambar

Halaman

Gambar 1.1 Kajian Masalah.................................................................................... 8 Gambar 2.1 Stakeholder Satisfaction dan Stakeholder Contribution ................... 31 Gambar 2.2 Five Facets of The Performance Prism ……………………...…….38 Gambar 3.1 Kerangka Konseptual Penelitian ....................................................... 46 Gambar 4.1 Kerangka Operasional ....................................................................... 52 Gambar 5.1 Struktur Organisasi RS Muhammadiyah Babat ................................ 69

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DAFTAR LAMPIRAN Nomor

Judul Lampiran

Halaman

Lampiran 1 Lampiran 2 Lampiran 3 Lampiran 4

Penjelasan Penelitian Bagi Responden Wawancara Kuesioner ..... 136 Penjelasan Penelitian Bagi Peserta Kelompok Diskusi Terarah ....138 Informed Consent (Pernyataan Persetujuan Ikut Penelitian) ..........140 Kuesioner Keinginan dan Kebutuhan Pasien terhadap Pelayanan di RS Muhammadiyah Babat ....................................... 141 Lampiran 5 Kuesioner Keinginan dan Kebutuhan Karyawan terhadap Pelayanan di RS Muhammadiyah Babat ........................................143 Lampiran 6 Kuesioner Keinginan dan Kebutuhan Pemilik terhadap Pelayanan di RS Muhammadiyah Babat ....................................... 145 Lampiran 7 Panduan Focus Group Discussion (FGD) Untuk Menyusun Penyebab dan Solusi bagi Kinerja yang Kurang dari Standar .......146

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DAFTAR ARTI LAMBANG, SINGKATAN DAN ISTILAH

Daftar Arti Lambang % n

= persen = jumlah

Daftar Singkatan Av Los KMK FGD PCM RS KPI SAB SDI SPM

= Average Length of Stay = Keputusan Menteri Kesehatan = Focused Group Discussion = Pimpinan Cabang Muhammadiyah = Rumah Sakit = Key Performance Indicator = Sisa Aktiva Bersih = Sumber Daya Insani = Standar Minimal Rumah Sakit

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ADLN - Perpustakaan Universitas Airlangga TESIS

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